[Agent Workspace] move the reply section back to the top
My agents and I are loving the majority of the changes to the new Agent Workspace that we opted into. It made a lot of the workflows quicker and take less clicks.
The biggest complaint I've had from every agent, is that they hate having to scroll down to the bottom of the page to get to the reply section. Is there a way to switch that back to show the most recent content on the top along with the reply box at the top?
We've passesd this feedback as well several times.
The ticket comment time line needs to be sorted from newest at the top (including comment box) to oldest at the bottom.
This will certainly speed up our work since our tickets usually have long threads, and scrolling all the way to the bottom is cumbersome.
Yes I agree. We have just moved to ZenDesk Workspaces and immediate feedback is that its very time consuming having to scroll to the bottom of the page.
Is there any update on this?
For chats, I think it's perfect the way it is but when it comes to responding to emails and reading through older emails first, it's quite tedious. Please move the Reply/Internal Comment Section back to the top.
I had to disable the Agent Workplace because it wasn't an efficient use of time. I hope to reintroduce it to our team once this change/feature request is implemented.
I agree on this, this is a major problem.
In our case, we had to disable the Agent Workspace due to that we can have long ticket conversation which means that the Agents need to put a lot of time on just scrolling.
Change so that the latest comment is found in the top, or make it possible to choose per Agent if you want the latest comment in the bottom or in the top.
any news on that topic?
Any news on this?
- we have started to use ZD and in prod we have the "old "version, however in the sandbox we see this new version and we have not only the rpoblem of having to scroll down, you also do not have the "Events" accesible and you need an extra click to switch between internal and external comments... which is to forget.
It would be nice to provide a configurable option for replies to sort newest to oldest as with the former workspace design. We do not use messaging, so it would be nice for the ticket reply history to flow in the same order as an email would.
Any comments from Zendesk on this topic? We recently switched to the new Workspace and we're very disappointed that you cannot choose in which order things shall appear.
Furthermore, having the reply pane on the bottom is not ergonomic.
I was planning to migrate to Agent Workspace but I am hesitating now because of this. I'm pretty sure our agents will revolt, since the majority of our tickets are handled via email and can be very long.
Hi @... –
For what it's worth, in Agent Workspace the reply pane is always visible to your agents, so they won't have to scroll down to it, no matter how long original ticket or conversation thread is:
Thank you - I didn't realize that.
No worries, glad I could help clarify things!
We have the new workspace in use for the second day. Mostly also positive, glad to have the "reduct" functionality in use. But I'm also getting a lot of feedback on people wanting to have the reply box on top and the order of the tickets as "new on top" and "old on the bottom". When some customers reply with including the whole conversation in the email, it ends up coming on the ticket as a repeated content and finding the actual customer reply is painful.... Will this ever come as an option where user can choose the order?
I just want to add that this is the main reason we still use legacy - As long as the reply section is at the bottom our time spent on tickets will increase somewhat significantly.
All our correspondance is via email.
We might not be solving a crazy amount of tickets, we average about 2700 tickets a month right now and 90% of those are between 10 agents, so the increased time per ticket means a longer average reply time.
As Chandra said their agents might revolt, my colleagues kinda did when I turned the workspace on.
We used it for a day and most agents very unhappy with the design.
If this isn't even going to be made an option to choose at least make the line between comments way more visible.
It's been about a year since we tested the new workspace - so if this has been seen to you can disregard this last part.
The reply at the bottom is succesfully hiding and making unusable my monitor. You should give the right to people to choose.
We have the same problem here. Agents complaint about how difficult is now for them to follow-up the conversations on tickets when the last comment is at the bottom of the page and it is a long coversation. Could some how exist an option of resorting messages? so that each agent can choose how they want to be their messages ordered?
We have also the same issue , here . Agents complain about the follow-up from the bottom to the top of conversations .
Could you propose as an option to get the newest comment on the top rather at the bottom . ?
Could you update us , if it will be possible in next coming weeks ?
On Monday we made the change from Legacy. Today a colleague, jokingly made a remark about our health insurrance, because we look to the bottom of the screen and straining our necks unnecessarily.
The new view is something you need to adjust to, but I will still say that it's a view that supports chatting a lot more than when using Zendesk as a mailing system.
Hopefully we will soon see it implemented that administrators can choose where the reply section is shown.
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